1st Line Technical Analyst

Job Summary

As part of our continued expansion, Xerox IT Services requires an IT Support Technician (1st Line). This hybrid role is located in Bristol (BS14 0BL) and involves responding to and resolving escalated customer IT support calls and maintenance tasks in a polite and efficient manner. The role exposes staff to a range of IT environments, from on‑premise servers to cloud‑hosted virtual clusters, and includes handling incidents, problems, service and change requests, monitoring and maintenance tasks, and working with the infrastructure project team. Technologies managed include SonicWALL, Microsoft, VMWare, Citrix and Aruba.

Main Duties

• Diagnose and resolve level 1 incidents and aim to meet response and resolution within predetermined SLA’s
• Manage, update and close tickets in the 1st line call queue
• Actively chase suppliers or resolution groups for resolution to incidents or problems
• Mentor team members on bes...